Customer Service Charter

The Teaching Council is the regulatory body for the teaching profession in Ireland and within this role it regulates teaching and promotes professionalism in the interest of the public good. As outlined in its Strategic Plan (2012-2014) – A New Era of Professionalism:

  • We admit teachers to the profession through registration.
  • We set standards for teacher education at all stages of the teaching career.
  • We establish standards of professional competence and conduct.
  • We investigate complaints made against registered teachers.

We are committed to providing high standards of service in accordance with the Quality Customer Service initiatives approved by Government. The Customer Service Charter and the Feedback and Complaints procedures follow the principles of good customer service and complaints procedures as set out by the Office of the Ombudsman’s Guide to Good Public Administration.

Read further to learn about our Customer Service Charter & Feedback and Complaints Procedures. Download the charter and procedures.

Mutual Respect Statement

The Council staff is committed to engaging professionally and respectfully with clients. In return it is expected that we will be treated in a respectful and courteous manner.

Our Commitments to You

Contact by telephone

If you contact us by telephone, we will endeavour to:

  • answer your telephone call as soon as possible during advertised telephone opening hours
  • give you our name and area of work when we answer
  • respond to voice messages as soon as possible
  • provide you with the information you require (please note that for data protection reasons, we are required to confirm the identity of registered teachers and applicants for registration by seeking three pieces of personal information before discussing registration details)
  • telephone you back if we are unable to deal with your query immediately
  • make it easy to contact us by providing a Lo-Call number, 1890 224 224.

Written communication

If you contact us by email, fax or letter, we will endeavour to:

  • respond in writing and/or by telephone within five working days
  • where there is a particularly high demand for services, or in the case of more complex queries, we will respond in writing and/or by telephone within 20 working days
  • where we are not in a position to provide an immediate response we will issue a holding response where appropriate
  • ensure that all written communications contain a contact name, telephone number, email address and fax number.

Visiting the Teaching Council office (appointment service)

In most cases, the general public, teachers, applicants, etc. will be able to conduct their business with us via telephone, email, fax, and letter or via our website. If, however, you wish to visit our office, please note that an appointment service is in place. This service will ensure that:

  • a member of staff from the relevant section will be available to meet with you
  • the staff member concerned will have an understanding of your query and be in a position to deal with it promptly
  • you will be met punctually and avoid long waiting periods.

To make an appointment:

call us on LoCall 1890 224 224 or 01 6517900, or email info@teachingcouncil.ie

Service through Irish

The Council makes specific provision for delivery of its services in the Irish language. In doing so, it is guided by the provisions of the Official Languages Act, 2003. The Council is committed to ensuring that communication received in the Irish language, by email, post or by telephone, is responded to, where possible, by an Irish speaker.

Equality/Diversity

We are committed to providing a service that upholds an individual’s rights to equal treatment established by equality legislation.

We will aim to ensure that our services and facilities are accessible to all our clients, including those with special needs.